FAQ

PLACING AN ORDER

I have not received a confirmation email, what should I do?

Please check your junk mail. If after a few minutes you still haven't received a confirmation email, please email info@folashadecosmetics.com, with your first and last name and subject line 'Order Confirmation Missing'.  

How can I track my order?

Once your order is dispatched (usually on the same day or next day depending on the time your order was placed) you will first receive a confirmation email for your order, then you will receive a dispatch confirmation email once your order has been dispatched. The dispatch email will have a tracking reference number and details of how to track your order. 

Standard UK shipping comes with a basic tracking information that will show two updates only: A parcel sent to the post office and when the item has been delivered

Can I cancel my order?

We aim to ship your order as quickly as possible, so unfortunately cancellation requests cannot be considered. Please take extra care when selecting your items. 

How long will my order take to arrive?

Standard UK orders will be received within 3-5 working days. Next Day UK orders will be received within 1-2 working days. All international orders will be received within 5-7 working days.  Please allow an extra working day potential delay depending on the time your order is placed. Please contact info@folashadecosmetics.com for any queries on shipping delays, please include your order number in the subject line. 

Where is my order shipped from?

We currently ship all orders from the UK.

RETURNS

Can I return my item?

We currently do not accept any returns on any of our products.

I am not satisfied with an item that I have received, what should I do?

Unless the item is faulty, no replacement will be issued. However we love to receive feedback, if you do not like your purchase due to quality or other reason please give us feedback so we can continue to improve. 

I have not received all of the items I ordered, what should I do?

Please contact us at info@folashadecosmetics.com with subject line 'Missing Items' and give us details of what is missing so we can check. Please include your order reference number in the email. 

If I purchase a product set can I return my items?

We currently do not accept any returns on any of our products.

INTERNATIONAL SHIPPING

What currency will I pay in?

The site currently hosts GBP (£/Pounds) you will be charged the equivalent of the currency you are paying with. You can check google for currency conversions for an indication of how much you will be charged. Please note your card provider might also charge you a transaction fee. Please contact your card provider for information of what this will be.  

Do I pay custom fees? 

All custom fees and importation taxes will be handled by the buyer at the destination of the address. All orders above £135 are charged with custom fees.

When will I be entitled to Free Shipping?

We often give offers/promotions for free shipping, please keep an eye out for these. However, please note all shipping costs apply unless a free or discounted shipping offer is expressly indicated.  

PROMOTIONS AND DISCOUNTS

From time to time we offer promotions/discounts/sales, please provide us with your email address, in the email pop up on the home page- this will allow us to email you about promotions. We also post promotions on our social media, please keep an eye on these. All discounts and offers are for a limited time, you will not be able to use the discounts/offers once this time expires. 

Can I return my items purchased during promotions/sales?

We currently do not accept any returns on any of our products.

My coupon code is not working at checkout?

Coupon codes cannot be redeemed with any items purchased as part of a promotion. If your coupon code is not working please refresh the screen and try again, ensuring you are not applying a coupon code to an existing promotion as this will not work. If you continue to experience problems please contact us via info@folashadecosmetics.com.

PRODUCTS
How do I know what shade to order?

We try our best to show all our shades through photos and videos, please look over these on our website. Also check Instagram for a closer look of what each shade looks like when tried on live. If unsure, our experts are here to help, please send us an email/DM/Messenger Chat for us to help you pick the best shade!.   

Are your products cruelty free?

We can confirm that we do not conduct or commission animal testing on ingredients, formulations or finished products. All our products are Cruelty Free and Paraben Free.